Knowledge-based self-support system for corporate users

Today´s corporations use complex IT systems fabrics to control and manage their businesses, maintain linkages with clients and customers and synchronize their operations with suppliers and partners. In doing so, corporate employees have to master their IT environment. User support automation, which is defined as the process of discovery of user self-support chores, is introduced here to address the issue of the TCO (Total Cost of Ownership) reduction. This paper will briefly describe our experiences gained during deployment of the pilot self-support system within Hewlett-Packard Corporation.